Refund and Returns Policy

Effective Date: March 7, 2025

At PureCity, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a Refund and Returns Policy to ensure your shopping experience is as smooth and convenient as possible. Please read the following terms carefully.

1. Returns Eligibility

We accept returns within 14 days from the date of delivery, under the following conditions:

  • Items must be unused, unworn, and in the same condition as when received.
  • All tags, packaging, and original receipts must be intact and attached to the product.
  • Items must be returned in their original packaging, if applicable.
  • Sale items or custom-made products are non-returnable.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@purecity.xyz or call (84-8) 7541636 with your order number and reason for the return.
  2. Return Authorization: Once your return is approved, you will receive a Return Authorization email with instructions on how to send the product back.
  3. Ship the Item: Package the item securely and ship it to the provided return address. Please note that return shipping costs are the customer’s responsibility unless the item was defective or damaged.

3. Refund Process

Once we receive and inspect the returned item(s), we will process your refund. The refund will be issued to the original payment method within 7-10 business days.

  • Please note that shipping charges are non-refundable unless the return is due to a defective or incorrect item.
  • If you paid with a gift card or store credit, your refund will be issued to the original gift card or store credit balance.

4. Defective or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, please contact our customer service team immediately at info@purecity.xyz. We will arrange for a free return and issue a full refund or send a replacement, depending on your preference.

5. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange an item for a different size or style, please return the original item for a refund and place a new order for the item you want.

6. Non-Refundable Items

The following items are non-refundable and non-returnable:

  • Sale or clearance items
  • Custom-made or personalized products
  • Gift cards
  • Intimate or sanitary goods (such as underwear, swimwear)

7. Late Returns

We reserve the right to refuse returns that are made after the 14-day return window has passed. Returns that do not meet the eligibility criteria will be returned to the customer at their own cost.

8. Contact Us

For any questions or concerns regarding our Refund and Returns Policy, please reach out to our customer service team:
📧 Email: info@purecity.xyz
📞 Phone: (84-8) 7541636